AVP - Operations - Insurance

AVP - Operations

Mandatory Ask:

Experience : 15-20 years

- 10 + yrs in people management

- Currently a Sr manager or AVP

- Mandate experience in UK pensions.

Preferred :

- Candidates with experience in BFSI, Insurance.

- Should be ok with UK shifts.

- Should have managed managers with min span of 250 +

Process Management & Improvement:

- Drive & achieve productivity enhancements.

- Own weekly/monthly management reports & highlight relevant gaps &/or concerns.

- Responsible for scoping, identifying new areas of work.

- Oversee migration & stabilization of new processes.

- Periodically review process & regulatory requirements and ensure compliance.

- Review FTE requirements, shift plans & capacity planning.

- Initiate, Execute & Facilitate process improvement initiatives/projects.

- Lead Org wide projects across locations.

- Integrate domain knowledge & business understanding to create superior solutions for the client.

- Must clear at least one certification a year.

- Conduct regular meetings with process managers & resolve concerns.

- Should have managed Managers.

- Conduct skip level meetings with team members & resolve escalations.

- Own rewards & recognition schemes for assigned processes/teams.

- Oversee L&D trainings for self & process managers.

- Oversee staff domain certifications.

- Ensure completion of process certifications by all staff (Process managers, Team leads & associate) within pre-defined timelines.

- Liaise with recruitment team for recruiting new team members.

- Identify & facilitate movements within the division for Process Managers.

People Management:

Customer Service & SLA Delivery:

- Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes.

- Manage client relationships and escalations.

- Strategic Initiatives

- Explore opportunities to move processes to the GSC satellite office.

- Participate in special projects/organization wide initiatives.